‘Open Tickets’ Smart Group

To quickly identify which contacts have unresolved tickets—whether to follow up via broadcast, include them in a flow, add them to a group, or incorporate them into trigger conditions—we’ve simplified the process by creating a default Smart Group named ‘Open Tickets’ within your Contacts.

In the Contacts tab, locate the Open Tickets Smart Group under the ‘Groups’ section:

Select ‘Open Tickets’ to display all contacts belonging to this group:

Including or Excluding the ‘Open Tickets’ Group in Triggers

Using the ‘Open Tickets’ Smart Group, you can effortlessly specify which contacts to include or exclude from Triggers. In the following example, we are setting up a trigger to initiate a flow at a future time, while ensuring that contacts with open tickets are excluded.

Only contacts whose tickets have been closed will be started as part of the selected group.